When a user rings the service desk to report an incident with their desktop, the corresponding CMDB entry for that desktop is linked to the call in our Service Management tool via the CI field. If that incident requires the replacement of the desktop with another one, should the second desktop CI also be linked to the call? If so, how can I do this in a tool that only allows one CI to be linked to each call?

I've just taken over as Change/Config manager and I've found that desktop CIs are being updated or created without a corresponding incident/change. After a bit of digging, I found that it's because the techs believe that new desktop CI cannot be linked to the corresponding call.